Returns & Refunds
PLNTH respects the statutory rights that apply to consumers under South African law. Nothing in this policy is intended to exclude or limit rights that cannot lawfully be excluded.
Online cooling-off rights
Where the Electronic Communications and Transactions Act provides a cooling-off right for a qualifying online transaction, the customer may exercise that right within the applicable statutory period. The direct cost of returning qualifying goods may be for the customer's account as permitted by law. Goods must be protected appropriately for return because natural-stone pieces are heavy and vulnerable to impact damage during transport.
Certain statutory exclusions can apply, including to goods made to a customer's specifications or clearly personalised. A product being manufactured after an order is placed does not, by itself, mean that it was made to the customer's specifications. Bespoke orders are considered according to the actual specification agreed with the customer and applicable law.
Bespoke & custom orders
Custom dimensions, customer-selected special materials, custom detailing or other work made specifically to an individual customer's agreed specification may be excluded from change-of-mind cooling-off rights where the law provides. We will identify bespoke requirements clearly during the quotation or order process.
Defective goods
Nothing in this policy limits rights relating to defective, unsafe or unsuitable goods under the Consumer Protection Act or other applicable law. A request to report visible delivery damage within 48 hours is for the purpose of promptly documenting a courier or freight claim and does not replace statutory remedies for qualifying defects.
Visible transit damage
Please inspect the crate and piece as soon as reasonably possible after delivery. If visible transit damage is found, email hello@plnth.co.za within 48 hours where possible with the order number, photographs of the crate and piece, and the delivery reference. We will coordinate the next steps and, where relevant, the carrier claim. This notification request does not limit statutory rights relating to latent defects or product quality.
Natural variation
Natural stone varies in colour, veining, mineral movement, tone, texture and inclusions. These geological characteristics are inherent to the material and are not, by themselves, defects. Product images may include renders, material photography and representative imagery. We aim to represent each material and finish accurately, but the piece delivered will have its own natural character.
Starting a return or claim
Email hello@plnth.co.za with your order number and the reason for the request. Because PLNTH pieces are heavy, return transport must be coordinated so the piece is crated and handled safely. Where the customer is legally responsible for the direct cost of return transport, we will confirm that cost or collection arrangement before the return proceeds.